1. Job Service Complaint System Complaint Resolution Process March 3 rd, 2011 2:00 - 3:00 p.m. EST

2. 2 Job Service Complaint System Complaint Resolution Process Webinar Platform: Participant View Attendee List Chat Room Presentation Slide Area Status Options Full Screen

3. 3 Job Service Complaint System Complaint Resolution Process Submitting Questions  To submit a question or comment, type the question in the text field and click the arrow button.  Please enter the name to whom the question is directed.  Your name, the text “Submitted Question,” and your question will appear in red on your screen, indicating successful submission.  Questions are directly transmitted to presenters—no other participants will see your questions. Gary, where can I find today’s PPT? Text Field Arrow Button

4. 4 Job Service Complaint System Complaint Resolution Process Practice In the Chat Room, please type the name of your organization, your location, and how many people are attending with you today.

5. 5 Job Service Complaint System Complaint Resolution Process Access to Webinar Resources WEBINAR RESOURCES: Recordings and transcripts are available within 2 business days after the event.

6. 6 Job Service Complaint System Complaint Resolution Process Moderator Our Moderator: Thadeus “Ted” Roberts Assistant to the National Monitor Advocate Assistant to the National Monitor Advocate

7. 7 Job Service Complaint System Complaint Resolution Process Featured Speakers Presenters 1.Juan M. Regalado National Monitor Advocate U.S. Department of Labor Employment and Training Administration 2.Claudia Greenwood Associate Monitor Advocate California Employment Development Department 3.Juan Perez-Febles Maine Monitor Advocate Maine Department of Labor Bureau of Labor Standards Moderator  Thadeus Roberts Workforce Development Specialist U.S. Department of Labor Employment and Training Administration

8. 8 Job Service Complaint System Complaint Resolution Process Presentation Topics U.S. DOL – Juan Regalado  JS Complaint System = Customer Service  Complaints are Not Negative  The Complaint System Supports Business California – Claudia Greenwood  JS Complaint Fact-finding Process Maine – Juan Perez-Febles  Working with enforcement agencies i.e. WHD  How to refer complaints

9. 9 Job Service Complaint System Complaint Resolution Process Presenter No. 1 Our First Presenter is: Juan M. Regalado Juan M. Regalado National Monitor Advocate

10. 10 Job Service Complaint System Complaint Resolution Process Background District Court Judge Charles Richey Court Order  Issued in 1975;  Aimed to correct inequities;  Created Job Service Complaint System.

11. 11 Job Service Complaint System Complaint Resolution Process Job Service Complaint System  System for Taking and Resolving or Referring Complaints  Complaints by Job Seekers, Employers and Organizations Types of Complaints:  JS-related  WIA-related Discrimination Complaints  All other (Non- JS-related) Complaints Job Service Complaint System

12. 12 Job Service Complaint System Complaint Resolution Process Job Service Complaint System JS Complaint System = Customer Service  Required by federal regulations Assures access to services in accordance with regulations and in non-discriminatory manner  Promotes compliance with federal, state and local employment laws  Rewards employers who comply with employment laws  Removes JS Services from employers who do not comply with employment laws

13. 13 Job Service Complaint System Complaint Resolution Process Complaints are Not Negative  We are seen as a resource  We are seen as responsive  We identify and resolve misunderstandings locally  We call upon enforcement agencies as required  We resolve our own issues Job Service Complaint System

14. 14 Job Service Complaint System Complaint Resolution Process Complaint System Supports Business  Assures a level playing field among employers  Sends qualified job seekers to employers following employment laws  Reduces competitive advantage of illegal employment practices  Promotes consistent employment practices Job Service Complaint System

15. 15 Job Service Complaint System Complaint Resolution Process Presenter No. 2 Our Next Presenter is: Claudia Greenwood Claudia Greenwood California State Monitor Advocate Office

16. 16 Job Service Complaint System Complaint Resolution Process JS Complaint Fact-finding Process California Monitor Advocate Office – Claudia Greenwood  JS Complaint Fact-finding Process FINDING THE FACTS

17. 17 Job Service Complaint System Complaint Resolution Process JS Complaint Fact-finding Process  Background –JS Complaints are processed in all 102 Job Service sites in California  California’s JS Complaint Process –Complaints filed: in person, by two or more individuals, or by mail –If needed: additional information is requested by certified mail letter –Complaint Rep. will take complaint and determine with local management what action to take to resolve

18. 18 Job Service Complaint System Complaint Resolution Process JS Complaint Fact-finding Process  Local Resolution –Attempt local resolution prior to elevating to enforcement agencies by working with agricultural community. –In California, approximately 50% of the complaints are resolved locally.  Apparent Violation –Processed same as complaint, BUT maintains confidentiality of source of complaint.

19. 19 Job Service Complaint System Complaint Resolution Process JS Complaint Fact-finding Process Best practices in complaint fact-finding are:  Begin the investigation as soon as possible; do not delay  Identify information needed  Seek first-hand information, if possible.  Remain objective as you investigate.  Interview each person in an environment where the person is comfortable.  Encourage persons to talk about specifics  Avoid making assumptions

20. 20 Job Service Complaint System Complaint Resolution Process Presenter No. 3 Our Next Presenter is: Juan Perez-Febles State of Maine Monitor Advocate

21. 21 Job Service Complaint System Complaint Resolution Process JS Complaint System ENFORCEMENT and RESOLUTION Maine – Juan Perez-Febles  Working with enforcement agencies i.e. WHD  How to refer complaints

22. 22 Job Service Complaint System Complaint Resolution Process Working with Enforcement Agencies  Become Acquainted - Get to know your Federal Wage and Hour Investigators  Accessibility - Make yourself available to participate in field investigations with the W&H staff  Promote Better Synergy - By establishing a rapport with the MSFW population in your State you become a valuable asset to the W&H Investigators while conducting field investigations

23. 23 Job Service Complaint System Complaint Resolution Process Working with Enforcement Agencies  Open Dialogue - Frequently contact the W&H Investigators in your area to keep them updated on issues that you observe while conducting outreach activities.  Reporting Abuses - Encourage MSFWs to be willing to file a complaint upon witnessing irregularities and/or violations of the Fair Labor Standard Act, MSPA, H2A, OSHA, Field Sanitation Standards and Housing policies and guidelines

24. 24 Job Service Complaint System Complaint Resolution Process Working with Enforcement Agencies  Supportive - Be in-tuned with any Investigations being initiated or conducted by W&H Investigators in your area, and offer any information or support needed in that particular investigation.  Accessibility – Be available to help provide translation and interpretation services to your W&H Investigators

25. 25 Job Service Complaint System Complaint Resolution Process Accepting and Directing Complaints  Complaint Referral Process - Once the W&H Investigation is under way you may become aware of other issues that need to be referred to other agencies having jurisdiction over issues that do not concern W&H issues

26. 26 Job Service Complaint System Complaint Resolution Process Final Presenter Passing the Microphone back to: Juan M. Regalado National Monitor Advocate

27. 27 Job Service Complaint System Complaint Resolution Process Who may file complaints?  Businesses  Organizations  Individuals

28. 28 Job Service Complaint System Complaint Resolution Process Accepting Job Service Complaints Job Service related complaints should be: Accepted Logged Referred to Job Service Complaint Specialist or enforcement agency Remember:

29. 29 Job Service Complaint System Complaint Resolution Process Complaint Process Confidentiality Remember: 20 C.F.R. 658.413(b)

30. 30 Job Service Complaint System Complaint Resolution Process Please enter your questions into the Chat Room! Question and Answer Period

31. 31 Job Service Complaint System Complaint Resolution Process Resources  http://www.doleta.gov/programs/pdf/NFJP_OSCC_Complaint_Re ferral_Record.pdf - ETA-8429 Complaint Referral Form http://www.doleta.gov/programs/pdf/NFJP_OSCC_Complaint_Re ferral_Record.pdf  http://www.doleta.gov/programs/pdf/Revised_ETA_Form_790.pdf http://www.doleta.gov/programs/pdf/Revised_ETA_Form_790.pdf  http://www.careeronestop.org/ http://www.careeronestop.org/  http://www.jobbankinfo.org/ http://www.jobbankinfo.org/  http://www.usdoj.gov/olp/human_trafficking.htmhttp://www.usdoj.gov/olp/human_trafficking.htm

32. 32 Job Service Complaint System Complaint Resolution Process Speakers’ Contact Information Presenter 1: Juan M. Regalado  Website: http://www.doleta.gov/msfw/ http://www.doleta.gov/msfw/  Email: regalado.juan@dol.govregalado.juan@dol.gov  Phone: (202) 693-2661 Presenter 2: Claudia Greenwood  Website: http://www.edd.ca.govhttp://www.edd.ca.gov  Email: Madvocat@edd.ca.govMadvocat@edd.ca.gov  Phone: 916-651-9457 Presenter 3: Juan Perez-Febles  Website: http://www.mainecareercenter.com http://www.mainecareercenter.com  Email: juan.perez-febles@maine.govjuan.perez-febles@maine.gov  Phone: (207) 822-0152 Moderator: Thadeus Roberts  Website: http://www.doleta.gov/msfw/ http://www.doleta.gov/msfw/  Email: roberts.thadeus@dol.govroberts.thadeus@dol.gov  Phone: (202) 693-3510

33. 33 Job Service Complaint System Complaint Resolution Process Share Your Ideas with Your Peers! Share your demand-driven strategic plans, models, innovations, resources, and ideas! You have the option to submit content for review by uploading the resource or providing a link to the resource.

34. 34 Job Service Complaint System Complaint Resolution Process Access to Webinar Resources WEBINAR RESOURCES: Recordings and transcripts are available within 2 business days after the event.

35. 35 Job Service Complaint System Complaint Resolution Process Stay Informed, Get Connected!

36. 36 Job Service Complaint System Complaint Resolution Process www.workforce3one.org For more information about the Workforce Investment System:  Visit www.careeronestop.orgwww.careeronestop.org  Call 1-877-US2-JOBS